Job Description

Role Purpose

The Manager of Contact Center Operations is responsible for overseeing the day-to-day management and strategic direction of contact center operations for one or more health plan accounts. This role involves direct oversight of call center agents, ensuring all targets, KPIs, and SLAs are met. The Manager will be deeply involved in operations management, staff development, workforce management, and client engagement.

Essential Duties and Responsibilities:

• Operational Management:
  • Oversee daily operations of the contact center, ensuring efficient and effective service delivery.
  • Monitor real-time performance metrics and manage call center agents to meet and exceed targets, KPIs, and SLAs.
  • Implement and optimize workflows, processes, and systems to enhance operational efficiency and customer satisfaction.
  • Address and resolve operational issues promptly to maintain high service levels.
• Staff Development:
  • Lead, mentor, and develop a high-performing team of call center agents and supervisors.
  • Conduct regular training sessions to ensure staff are equipped with the necessary skills and knowledge.
  • Foster a culture of continuous improvement and professional development within the team.
• Workforce Management:
  • Develop and implement staffing models to ensure adequate coverage and optimal resource utilization.
  • Manage scheduling, forecasting, and real-time adjustments to meet call volume demands.
  • Utilize workforce management tools to analyze and improve staffing efficiency.
•  Client Engagement:
  • Serve as the primary point of contact for client interactions related to contact center operations.
  • Build and maintain strong relationships with clients, understanding their needs and ensuring their satisfaction.
  • Provide regular updates and reports to clients on performance metrics and operational improvements.
• Strategic Planning:
  • Develop and implement strategic plans to achieve contact center objectives and improve overall performance.
  • Collaborate with cross-functional teams to align contact center operations with broader organizational goals.
  • Identify and implement best practices and innovative solutions to drive operational excellence.
• Compliance and Reporting:
  • Ensure compliance with industry regulations and company policies.
  • Prepare and present regular reports on contact center performance, trends, and metrics.
  • Conduct audits and reviews to maintain high standards of accuracy and compliance.

Long Description

Education and Experience:

• Bachelor’s Degree in business, healthcare administration, or a related field (Master’s preferred).
• Minimum 7-10 years of experience in contact center operations, preferably in the healthcare industry.
• Proven experience in managing geographically dispersed teams (onshore and offshore).
• Strong knowledge of contact center technologies and best practices.
• Skills and Competencies:
• Excellent verbal and written communication skills.
• Strong leadership and team management abilities.
• Exceptional time management and organizational skills.
• Ability to develop effective working relationships and work collaboratively with all levels of staff, clients, and partners.
• Ability to work independently on a variety of projects in a high-volume, fast-paced environment.
• Demonstrated ability to lead, motivate, develop, and mentor others.
• Solid business acumen, decision-making, research, and analytical skills.

Preferred Qualifications:

• Experience managing multinational operations.
• Proficiency in using contact center software and CRM systems.

Education and Experience:

• Bachelor’s Degree in business, healthcare administration, or a related field (Master’s preferred).
• Minimum 7-10 years of experience in contact center operations, preferably in the healthcare industry.
• Proven experience in managing geographically dispersed teams (onshore and offshore).
• Strong knowledge of contact center technologies and best practices.
• Skills and Competencies:
• Excellent verbal and written communication skills.
• Strong leadership and team management abilities.
• Exceptional time management and organizational skills.
• Ability to develop effective working relationships and work collaboratively with all levels of staff, clients, and partners.
• Ability to work independently on a variety of projects in a high-volume, fast-paced environment.
• Demonstrated ability to lead, motivate, develop, and mentor others.
• Solid business acumen, decision-making, research, and analytical skills.

Preferred Qualifications:

• Experience managing multinational operations.
• Proficiency in using contact center software and CRM systems.